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Improvement on performance evaluation for a service providing process (With specific focus on material availability, administrative assistance, service quality and opening hour)
Linnaeus University, Faculty of Engineering and Technology, Department of Mechanical Engineering.
2013 (English)Independent thesis Basic level (degree of Bachelor), 40 credits / 60 HE creditsStudent thesis
Abstract [en]

Improvement is an essential act for restricting increasing performance pressure in organizational activities. In this paper, a framework for carrying out performance measurement process in order to strengthen the balanced score card application is developed. The proposed framework is increased to 11 procedural steps with the modification of analytic hierarchy process methods (AHP) within the balanced score card (BSC) problem solving and continuous improvement. The framework was examined with a case study of city library in Sweden. The framework enabled the service providers’ as the decision maker to assess their performance on their service rendering with respect to customer requirement, identify key measures and select the most preferred and improvement means. The motivation for this proposed framework was evident of how the step 4 can be prioritized by addressing the measure to be taken that can lead the organization in improving their performance.

Place, publisher, year, edition, pages
2013. , 48 p.
Keyword [en]
Performance evaluation, balanced score-card, decision making tools.
National Category
Engineering and Technology
URN: urn:nbn:se:lnu:diva-24135OAI: diva2:603847
Subject / course
Mechanical Engineering
2013-01-24, M1105, Linnaeus University, Växjö, 10:00 (English)
Available from: 2013-02-19 Created: 2013-02-07 Last updated: 2013-02-19Bibliographically approved

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Oyelakin, Tesleem Olanrewaju
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